Refund policy
Pholoh Return & Exchange Policy
Last Updated: May 20th, 2026
By completing a purchase on pholoh.com, you ("Customer") agree to the terms of this Return & Exchange Policy ("Policy"). Please read this Policy in full before placing your order. If you do not agree to these terms, do not complete your purchase.
1. Return Window
You may request a return or exchange within fourteen (14) calendar days of the delivery date shown on the carrier tracking. Requests made after the 14-day window will not be accepted under any circumstances.
2. Eligibility Requirements
To be eligible for a refund or exchange, items must arrive at our inspection facility in the following condition:
- Unworn, unwashed, and free of any odor (including cologne, perfume, smoke, deodorant, body odor, pet hair, etc.)
- Original tags attached and undamaged
- Original packaging included, where applicable
- All items from the order present, including any free, promotional, gift-with-purchase, or bundled items (see Section 5)
Items not meeting these requirements are subject to the deductions in Section 9 or may be rejected entirely and shipped back to the Customer at the Customer's expense.
3. Final Sale Items
The following items are FINAL SALE and are not eligible for return, exchange, refund, or store credit under any circumstance:
- All limited-edition drop items
- All sale, clearance, or discounted items (any item purchased at greater than 20% off)
- Hats, headwear, and accessories
- Jewelry
- Underwear, socks, and other intimate apparel
- Any item marked "Final Sale" on the product page
Purchase of a Final Sale item constitutes acceptance that no refund, exchange, or store credit will be issued.
4. How to Initiate a Return or Exchange
All returns and exchanges must be authorized before the item is shipped back. Unauthorized returns will be refused.
To initiate:
- Email info@pholoh.com within the 14-day window with: (a) order number, (b) item(s) being returned, (c) reason for return, and (d) clear photos of the item if you believe it is defective.
- Wait for a return authorization email containing return instructions and our return address.
- Ship the item using a trackable shipping service. Tracking is mandatory. We are not responsible for return packages lost in transit.
Items shipped without prior authorization, without tracking, or to any address other than the one provided in our authorization email will not be processed and will not be eligible for refund.
5. Free Items, Promotional Bundles, and Gifts with Purchase
When an order includes a free or promotional item — including but not limited to buy-one-get-one (BOGO) promotions, gift-with-purchase items, comp items, or bundled discounts — the free or promotional item is part of the order, not a separate gift, and is governed by the following:
- If you return any item from an order containing a free or promotional item, the free or promotional item must also be returned.
- If the free or promotional item is not returned with the rest of the order, the full retail value of that item, as listed on pholoh.com at the time of purchase, will be deducted from your refund.
- This applies regardless of whether the free item was advertised as "free," "complimentary," "gift," or shown at $0.00 on your receipt. The retail value is the value displayed on the product detail page.
- If the free or promotional item is returned but is damaged, worn, washed, missing tags, or otherwise not in resellable condition, the deductions in Section 9 apply to it as if it were a paid item.
By accepting a free or promotional item at the time of purchase, the Customer agrees to these terms.
6. Return Shipping
The Customer is responsible for the cost of return shipping in all cases except:
- The item received was defective or damaged on arrival (with photo evidence provided to info@pholoh.com within 48 hours of delivery), or
- We shipped the wrong item.
In the above cases, Pholoh will provide a prepaid return label.
7. Inspection Process
Upon arrival at our inspection facility, every return is inspected by a member of the Pholoh team within two to three (2–3) business days.
During inspection, we verify:
- All items from the order are present
- Condition of each item against the eligibility requirements in Section 2
- Any deductions to be applied under Section 9
When deductions are applied, our inspector will document the condition with timestamped photographs. These photographs constitute Pholoh's record of the return condition and may be provided in response to any chargeback or dispute.
8. Refund Method and Timing
Approved refunds are issued to the original payment method only. Refunds cannot be issued to a different card, account, or person.
- Refunds are processed within 5 business days of inspection completion.
- The Customer will receive a separate email at inspection completion that itemizes: (a) the original order total, (b) any deductions applied with reason, and (c) the final refund amount.
- The time for the refund to appear in the Customer's account depends on the Customer's bank or card issuer and is outside Pholoh's control. This typically takes an additional 3–10 business days.
9. Deduction Schedule
The following deductions apply to returned items not meeting the eligibility requirements in Section 2. Deductions are calculated against the retail price of the affected item (the price listed on pholoh.com at the time of purchase, not any discounted or sale price paid).
| Condition Found at Inspection | Deduction |
|---|---|
| Missing free, promotional, or bundled item (per Section 5) | 100% of item retail price |
| Item returned damaged, stained, ripped, or otherwise unsellable | 100% of item retail price (no refund on that item) |
| Item returned worn, washed, or with visible signs of use | 50% of item retail price |
| Item returned with tags removed, damaged, or missing | 15% of item retail price |
| Item returned with strong odor (smoke, perfume, pet, etc.) | 25% of item retail price |
| Item missing from return (claimed but not received) | 100% of item retail price |
Multiple deductions may apply to a single item. Total deductions will not exceed 100% of the item's retail price, except where Section 5 (missing free items) results in an additional deduction beyond the value of the items physically returned.
If the total deductions exceed the refund owed, no refund will be issued and the difference is forfeited. Pholoh will not invoice the Customer for amounts beyond the original refund.
10. Exchanges
Exchanges follow the same eligibility, inspection, and deduction rules as returns. To exchange:
- Initiate per Section 4, indicating the size or item you wish to exchange for.
- Once your return is received and inspected, we will ship the replacement item (subject to availability and after any deductions per Section 9 are settled).
- If the requested exchange item is unavailable, we will issue a refund per Sections 8 and 9.
- One exchange per order. Additional exchanges will be treated as new purchases.
11. Defective or Damaged-on-Arrival Items
If you receive an item that is defective or damaged on arrival:
- Email info@pholoh.com within 48 hours of delivery with order number and clear photos of the defect.
- Pholoh will, at our discretion, offer: (a) a replacement, (b) a full refund, or (c) store credit.
- Reports made more than 48 hours after delivery may be treated as standard returns under Section 9.
12. Wrong Item Received
If you received an item different from what you ordered:
- Email info@pholoh.com within 7 days of delivery with order number and photos of what was received.
- Pholoh will provide a prepaid return label and ship the correct item upon receipt of the incorrect one.
13. International Returns
International Customers (outside the United States) are responsible for all return shipping costs, customs fees, duties, and taxes. Pholoh does not refund original shipping charges, duties, or taxes on international orders. In some cases, at our discretion, we may offer returnless refunds to international Customers to avoid disproportionate return shipping costs.
14. Chargebacks and Disputes
If you believe a charge on your account is incorrect, you agree to contact Pholoh at info@pholoh.com first and allow up to 5 business days for a response before initiating a chargeback or dispute with your bank or card issuer.
Initiating a chargeback before contacting Pholoh, or initiating a chargeback after a refund has been issued in accordance with this Policy, constitutes a breach of these terms. In the event of a chargeback filed in bad faith or in violation of this Policy, Pholoh reserves the right to:
- Provide this Policy, your acceptance of it at checkout, all communications, inspection photographs, and shipping records to the card issuer as evidence;
- Permanently ban the Customer from future purchases on pholoh.com;
- Pursue recovery of disputed funds and associated chargeback fees.
15. Refusal of Service
Pholoh reserves the right to refuse returns, exchanges, or future orders from any Customer who, in our reasonable judgment, has abused this Policy — including but not limited to: serial returners (more than 3 returns in 90 days), customers shipping back items different from what was ordered, customers with prior chargebacks, or customers who have violated any provision of this Policy.
16. Limitation of Liability
Pholoh's total liability for any return, exchange, or refund is limited to the amount the Customer paid for the affected item(s), excluding original shipping, duties, taxes, and any third-party costs. Pholoh is not liable for any consequential, incidental, or indirect damages.
17. Policy Changes
Pholoh reserves the right to update this Policy at any time. The version of the Policy in effect at the time of your purchase is the version that governs that purchase. The current and historical versions are available at pholoh.com/policies/refund-policy.
18. Acceptance
By completing a purchase on pholoh.com, you confirm that you have read, understood, and agreed to this Return & Exchange Policy in its entirety.
Questions? Email info@pholoh.com.